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Processing Equity Residential Orders

Place orders on the customers behalf and record in Ops Tech

  • Sample Ticket
  • Customer Escalation Point: Brittany Diedrich - bdiedrich@eqr.com
  • Equity Residential (EQR) is a customer setup to purchase Goodman products.  Orders are submitted by their staff via OpsTechnology Merchant (OpsTech) 
  • Start by reviewing the ticket information
  • Open a window to the front end and begin a shadow session as the EQR user
    • Users correspond to Property on the ticket
    • User for this example is The Village at Del Mar Heights
  • Search for the requested items by using the last section of the SKU listed on the ticket
    • In this example "Glzs4BA2410"
  • You should receive a single result under the the vendor "Goodman - Equity Residential"
  • Confirm the price on the item matches what was listed on the ticket
    • If there is discrepancy notify Carla Byers and Lizzie Wellnitz
  • On the item page confirm the SKU matches what was on the ticket
  • Repeat steps for all items on the ticket before proceeding to checkout
  • Confirm the shipping address matches the information from the ticket
  • You will see a shipping fee of $140 called out on the cart summary. This fee applies to all orders from this vendor, and includes both delivery and lift gate. Any orders over 5 units, will receive waived shipping. If your order is over 5 units, please process as normal, but note this on our EQR 5+ Tracker  for finance to waive after invoice.
  • Confirm the total cost is correct with the ticket price + the shipping fee before clicking "Proceed to Checkout" 
  • Add the work order number as an internal note and External reference

    • These additions will link the work order to the customer and record on the backend as well
  • Click "Place Your Order"
  • Record the order number
    • Add the order number as a note within your Hubspot ticket
  • Access Ops Tech
    • Information is in 1Pass
  • Locate the work order by looking under "Orders" and "New Orders"
  • Click the number or total by "New Orders"
  • Locate and click on the work order
  • On the specific work order page add the Order/PO number to the "Order #" field
  • Click "Confirm" to process the order
  • Return to the HubSpot Ticket and confirm the order to the contact listed in "Ordered by" using the email address listed
    • Canned Response (EQR Order Confirmation Snippet):
      Hello,

      We are confirming your order ______ has been received and processed with the vendor with an ETA of 3-5 business days.
  • If the agent receives a stock issue for an EQR order, use the following example ticket to contact the customer and vendor to resolve.
    Example Ticket